Institute of Management Technology Ghaziabad

in association with
Jaro Education

 
11 Months
 
Executive Program in Business Management
 
Business Communication
for Managers

Course Facilitator : Lipi Das

03/04/2022
 Session 3: Nonverbal Communication

• What of Nonverbal Communication

• Why and how of Nonverbal Communication
Office Video
Nonverbal Communication
Conveys Added Meaning
Codes
• Kinesics

• Metacommunication

• Oculesics

• Haptics

• Proxemics

• Appearance & Artifacts

• Paralanguage / Vocalics

• Chronemics

4
Kinesic Communication: an idea
expressed through nonverbal behavior
that receivers gain additional meaning
from
• Visual—gestures, winks, smiles, frowns,
sighs, attire, grooming, and all kinds of
body movements.
• Vocal—intonation, projection, and
resonance of the voice.

© 2009 Cengage Learning. All rights

5
reserved.
 Metacommunication: a message that,
although not expressed in words,
accompanies a message that is
expressed in words.
“Your solution is perfect”
may convey
“You are efficient,”
or “I like your work”.

4 © 2009 Cengage Learning. All rights

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reserved.
 Metacommunication
Message sent Message implied Message inferred
by senders by receivers
“An early start is the best “She thinks I’m always
“Be on time.” one.” late.”
OR
“You are often late.”

I want to help you “He thinks I’m

“Take more time
improve.” careless, and this
with your
OR comment is a
work.”
We can’t afford any more warning.”
foul-ups.”
“This work is “Good solid revisions.” “Was my previous
better.” OR work bad?”
“Your work finally shows
promise.”
© 2009 Cengage Learning. All rights
7
reserved.
 Quiz Question Sample
Choose the appropriate option
1. Your goal in the initial screening interview is to
– Explain your greatest strengths in depth.
– Differentiate yourself from other candidates.
– Clinch the deal.
– Show the interviewer that your personality fits well with the job.
2. In the second round of interviews, your best approach is to
– Stick to brief yes and no answers to the interview questions.
– Relate your training and experience to the organization’s needs.
– Inquire about salary and benefits.
– Do all the above.
Focus on Receiver’s Viewpoint
Action Possible Message
Wink or light chuckle “Don’t believe what I just
after statement said.”

A supervisor lightly “Everything is fine. Let me help

puts his arm around you.” OR
an employee’s Sexual harassment
shoulders
A job applicant “My spelling and grammar
submits a résumé skills are deficient.” OR
with errors “I don’t care to do my best.”

A group leader does “I want to demonstrate my

not sit at the head of equality with other members.”
the table
© 2009 Cengage Learning. All rights
9
reserved.
 Oculesics

Eye Contact
• Direct and powerful form; most noticeable
• Effect on three components of credibility: dynamism,
competence, trustworthiness
• Avoidance of eye contact
• Gaze and mutual gaze
• Differ among cultures
• Helps both the sender and receiver
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 Haptics

Touch / Tactile Communication

To comfort

To establish dominance

To establish bonds

Intentions, feelings, relationship, respect

Functional , social, friendship, love

Important means—convey warmth, comfort, reassurance

All rights reserved 11

 Proxemics

Spatial Relationships
• Personal space / personal bubble / comfort zone
• Territorial boundaries directly influence daily
encounters
• Distance is crucial to send right signals
• Intimate, personal, social, public
• Culture-specific

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Four Space Zones for Social Interaction
Four Space Zones for Social Interaction
 Appearance & Artifacts

• Crucial first impression / Creates an image

• Major factor in judging a person / provides the first
available data
• Clothing, grooming, accessories
• Status, personality, credibility, capability
• Inferences are made—right or wrong
• Necessary to pay attention

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 Paralanguage / Vocalics

• Voice communicates something beyond language

• Paralanguage: all vocally-produced sound that is not
a direct form of linguistic communication
• Vocal communication: Tone, inflection, pitch, intensity,
articulation, rhythm, quality
• Pauses , tempo / pacing

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 Chronemics

• Use of time as a message system

• Punctuality, deadline, waiting time
• Create an impact
• Amount of importance we give
• Rules and customs vary in cultures

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Understanding Nonverbal
Messages

• Cannot be avoided
• Vary between people and cultures
• May be intentional or
unintentional, beneficial or
harmful
• May contradict and receive more
attention than the verbal message

© 2009 Cengage Learning. All rights

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reserved.
 Non-Verbal Communication and Gender

• Current research indicate differences in the

communication pattern of men and women in
relation to computer-mediated
communication (CMC)
• Avoid stereotyping of men and women in
communication situations
• Recognizing differences- lead to productive
advantage
Cultural Differences in Nonverbal Communication

U.S.
Action Other interpretations
interpretation
Thumbs up “Good job!” Islamic countries:
obscenity; Bangladesh:
taunting
Eye contact “I am interested.” Japan: disrespect (esp. in
OR “I trust you.” women)

Slapping a “I enjoy working Japan: aggressive

co-worker on with you!”
the back
© 2009 Cengage Learning. All rights reserved. 20
Listening as a Non-Verbal Communication

Is there any difference between “Hearing” and

“Listening” ?

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What type of listening are you engaged in at this time?

1. Casual listening
2. Listening for information
3. Intensive listening
4. Empathetic listening

© 2009 Cengage Learning. All rights

22
reserved.
 Poor Listening Habits
• Faking attention
• Allowing disruptions
• Overlistening
• Stereotyping
• Dismissing subjects as
uninteresting
• Failure to observe
nonverbal aids

© 2009 Cengage Learning. All rights

23
reserved.
 Caselet
• In the past few months, Rhamel has frequently called in sick to work. He
has received medical treatment for a respiratory infection, but the
infection continues to reoccur. He has missed several important deadlines
and his sick leave is quickly dwindling. Rhamel’s supervisor has been
patient and supportive through this illness, but other employees have
recently been asked to handle Rhamel’s work in addition to their own
workload. Some other co-workers have started to feel resentful and this is
evident in their nonverbal communication with Rhamel when he is at work.

 Give examples of negative metacommunication and kinesic messages that

coworkers may communicate to Rhamel that express their frustration and
resentment.
 What should be the ideal communication ?
Body Language Activity
 Debrief
• Understand the role of Non-verbal messages
in Communication
• Types of Non-verbal Communication
• Effectively utilizing Body Language in Business
Context
 References
• Lehman,Carol M., Debbie. D. DuFrene and
Mala Sinha, 2011: BCOM; Cengage Learning
(Chap. 2; 33-37)
• Raman, Meenakshi and Singh, Prakash, 2008:
Business Communication; Oxford. (Chap. 2)
• Pease, Allan 1988 : Body Language –How to
read others’ thoughts by their gestures;
Sheldon Press